The Cubic NextBus Solution for Real-Time Passenger Information. Appendix A, Service Level Agreement

Transcription

1 The Cubic NextBus Solution for Real-Time Passenger Information Appendix A, Service Level Agreement August 2018

2 This document contains proprietary information originated or owned by Cubic Transportation Systems, Inc. ( Cubic ). Neither this document nor the information disclosed herein shall be reproduced or transferred to other documents or used or disclosed to others for manufacturing or any other purposes except as specifically authorized in writing by Cubic Transportation Systems, Inc. Trademarks Cubic is a registered trademark of Cubic Corporation. All other product and service names mentioned herein are the service marks, trademarks or registered trademarks of their respective companies or owners. Use or disclosure of data contained on this sheet is subject to the restrictions on the title page of this document. Page ii

3 Introduction This Service Level Agreement defines the terms of service as it pertains to the Cubic NextBus Transit Management as a Service (TMaaS) platform for providing passenger information and services that the Customer may utilize towards to operations of its transportation and/or transit systems. Service Commitment: Cubic will deliver support and maintenance services in accordance with the following conditions: System Availability (Back-Office System Uptime) Description Availability Schedule Time Zone Criteria System Availability (excluding scheduled down-time) 99.9% 24 x 7 a) Access to TMaaS portal, b) API available for delivering information to third-parties c) nextbus.com website up Software Incident Response SLA Priority Response Schedule Time Zone Target Measure Time P1 15 minutes 24 x 7 90% responded to within each service P2 4 hours 08:00 to 18:00 90% responded to within each service P3 8 hours 08:00 to 18:00 90% responded to within each service P4 16 hours 08:00 to 18:00 90% responded to within each service Software Incident Resolution SLA Priority Resolution Schedule Time Zone Target Measure Time P1 6 hours 24 x 7 90% resolved within each service P2 1 day 08:00 to 18:00 P3 10 days 08:00 to 18:00 P4 30 days 08:00 to 18:00 90% resolved within each service 90% resolved within each service 90% resolved within each service Field Maintenance SLA Item Time Schedule Time Zone Target Measure Respond to request for field maintenance support 30 minutes 24 x 7 90% responded to within each service 1

4 Schedule Input and Maintenance Description Time Schedule Time Zone Target Measure Acknowledge receipt of request for schedule/route change from customer Complete configuration of system with new schedule/route changes (after acknowledgement) - manual entry Complete configuration of system with new schedule/route changes (after acknowledgement) - GTFS 1 day 08:00 to 18:00 4 weeks 08:00 to 18:00 2 weeks 08:00 to 18:00 90% acknowledged within each service 100% changes completed in each service 100% changes completed in each service Measurement method In order to avoid ic and intermittent fluctuations, a downtime may begin after observing one to five consecutive minutes of downtime and end when services are restored. Furthermore, downtime must affect core functionality to qualify as a Service Outage. Communication Protocol Cubic will communicate via unless otherwise agreed upon in writing. Customer will provide contact names, addresses, and phone numbers for Cubic to use for communication (the Communication Protocol ). Service Desk/Technical Support Cubic will also provide telephone and access to Customer personnel for Cubic's Technical Support Service Desk. The Service Desk will provide access to non-automated support 24x7x365 for incident reporting, including requests for defect analysis, troubleshooting, clarification of applicable documentation, feature/function explanation, systems monitoring, and various other technical support activities, as required, for issues with the Services. Customers can report problems in two (2) ways: (1) calling a toll-free phone number NextBus ( ); and (2) sending an to report issues. support@nextbus.com. Both venues of support are available 24 hours per day, 7 days per week. Please note the SLA response times above are predicated on customer support requests being made via the NextBus toll-free phone number NextBus ( ). 2

5 The Service Desk agent will log in all incoming calls, assign a ticket number, and provide Level 1 Support which entails basic support and troubleshooting, such as password resets, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. Level 2 Support entails break/fix, configuration issues, troubleshooting, and software installations. If necessary the Level 3 support, if it is out of their skill set or ability to solve. Level 3 Support involves troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, , file shares, and other infrastructure issues. Software Operation and Maintenance Cubic will be responsible for the operation and availability of the back office applications. Cubic will provide updates for the service as required ensuring the services continue to meet the Service Level SLAs, deliverables and requirements as defined herein. The Updates will apply to the entire hosted system environment. From time to time, Cubic may schedule intentional downtime for system maintenance or upgrades. Cubic will strive to minimize downtime for maximum availability of the Services. Cubic reserves the right to perform regularly-scheduled maintenance of the platform during non-core business hours. Non-core business hours are defined as 12:00 am to 4:00 am (Pacific Time Zone). Cubic maintains a standing scheduled maintenance window of either 12:00 am 4:00 am (Pacific Time Zone) or 2:00 am 6:00 am (Pacific Time Zone) once a month on Sunday ( Scheduled Downtime ). Cubic may schedule additional Scheduled Downtimes outside of the current once-a-month schedule by providing notification to Customer at least three (3) business days in advance; this notification will be provided via the agreed upon Communication Protocol to designated support representatives. Additionally, any downtime caused by factors outside of Cubic s reasonable control do not factor in to the Monthly Uptime Percentage calculation, including any force majeure event, Internet service or cellular provider availability outside of Company s platform, any downtime resulting from outages of third party connections or utilities, and actions or inactions of the Customer ( Excluded Downtime ). System Reliability Data Backup and Repository Cubic will use industry best practices for cloud-based database backups and archiving. This backup includes, but is not limited to, vehicle location (AVL) and calculated arrival data, and does not include Customer Personally Identifiable Information, which is stored online for six (6) months and then is moved to a Cubic-hosted archive system or Amazon Web Service ( AWS ) cloud eco-system which serves as a cold storage. System Security Cubic will maintain information security policies and procedures that cover operations and maintenance of the back office cloud environment in accordance with industry best practices, and state and local laws. 3

6 The Cubic Information Security Management System (ISMS) Cubic will follow standard Information Technology Infrastructure Library (ITIL) processes for incident, change and problem management in accordance with Cubic s ITIL process guides and its associated ISMS for security management where appropriate. Cubic will not be held liable for a breach or compromise that is initiated by insecure endpoints or infrastructure that is the Customer s responsibility. System Hosting The Cubic NextBus systems will be hosted in the AWS cloud. The systems will be configured with high availability utilizing the features of AWS to maintain the maximum system availability. Cubic will be responsible for provisioning of the back office system within the cloud-based infrastructure including all computer, networking, communications, and application installations. Cubic will provide all necessary internal communications and hosting space to support the installations and will be responsible for all back end operations and maintenance. Cubic will provide the application as a service. System Monitoring NextBus TMaaS utilizes a number of different monitoring techniques, processes and tools that are integrated into our ITSM tool suite (ServiceNow) for automated alerting, reporting and Incident Management. Supported Applications and Services Updates will occur at Cubic s discretion and direction as it deems necessary to maintain all the deliverables and requirements stated in the TMaaS system. Updates may also include a software release to the back office to include bug fixes, enhancements and new features and could contain other projects fixes/enhancements which are the result of a generalized maintenance efforts at Cubic. Cubic reserves the right to update services and applications for security and enhanced performance while maintaining the SLAs defined herein. Cubic shall provide Maintenance and Support Services in an efficient manner by properly qualified individuals. 4

7 Definitions and Interpretation Automatic Fare Collection System or AFCS means the system of front end terminals, communications, and back office processing software systems that manage devices, control card issuance, perform transaction processing, and generate/maintain operating data. Availability means the continued access and up time of the Passenger Information Systems and the ability for Customer and passengers to make use of its functionality. AVL System means Automatic Vehicle Location system. AVAS means Automated Voice Announcement System. AWS means Amazon Web Services, Inc. which is a subsidiary of Amazon.com that provides on-demand cloud computing platforms to individuals, companies and governments, on a paid subscription basis. CAD means computer-aided dispatch. Cardholder means the holder of a fare media device capable of holding a valid fare product or credential and presenting it for processing to a fare terminal. "Current Version" means the Services solution available to provide the services to Customer at the date the Agreement is signed. "Documentation" means (a) the written, printed, electronic or other format materials published or otherwise made available by Cubic that relate to the functional, capabilities of the Cloud Services; (b) documentation pertaining to the content of any Cloud Services solution Updates. Electronic Displays means displays located in Customer s bus shelters and platforms that inform Passengers regarding the arrival times of Vehicles. Fare Product means a valid fare instrument that can be loaded to a contactless smart card, the secure element, or the account based processing system. Fare products may include closed loop stored value, single ride tickets, ride books, or passes. Global Positioning System or GPS is a satellite based navigational system that allows Customer Vehicles to be tracked. GOC means the Global Operations Center and is comprised of the Service Desk and IT Operations Support. GTFS means General Transit Feed Specification and is a common format for public transportation schedules and associated geographic information. Local Hardware means hardware provided by Cubic to Customer that is required to provide the software services. Mobile Application means the Cubic application components that are deployed on the mobile phone to alert 5

8 Passengers to the location of specific Customer Vehicles. NextStop is Cubic s proprietary Automated Voice Announcement System which announces the next stop on a transit vehicle. Service Desk or Technical Support Service Desk means the component of the Cubic Global Operations Center that provides help desk support for customers around the world. Patrons or Passengers refers to members of the public using Customer s services. Route means the exact travel pattern taken by each Customer Vehicle, with the same scheduled stops each time the route is travelled. Any deviation from the travel pattern or stops will be a new route. RTPI means Real-Time Passenger Information System Software means the Cubic NextBus Passenger Information Systems propriety software solution computer software components that are utilized to provide the services to Customer as part of this Agreement. Software-as-a-Service, SaaS or Service means the capability provided by Cubic to the Customer to use the proprietary software running in the cloud infrastructure on a subscription basis. The technical and professional activities required for establishing, managing, and maintaining the Cloud environments are under the control of and are the responsibilities of Cubic. TMaaS means Transit Management as a Service. Upgrades means changes to the Software utilized by Cubic to add new functionality to the Software which become available at Cubic s catalog price. Updates means changes to the Software, which when Cubic considers necessary, will be utilized by Cubic to provide the Services to Customer, whether for the purpose of correcting an issue such as a bug fix in the Software or enhancing the existing functionality of the Software. Vehicles means Common Carrier Vehicles owned and/or operated by the Customer and are typically available to the general public for transportation. 6